Customer Relationship Manager

Description

Job Summary: Lead a CS and Customer Support team, develop retention and expansion strategies, and manage both proactive and reactive customer service to ensure customer satisfaction. Key Highlights: 1. Leadership of CS and Customer Support teams with focus on empathy and proactive ownership 2. Development of retention and expansion strategies (Upsell/Cross-sell) 3. Consultative account management and KPI analysis for continuous improvement **About the company:** Greenn is not just a platform—we are a high-performance ecosystem designed to empower the digital marketing market. Today, we support our partners’ success through a strategic triad: Greenn (Checkout/Payments), Greenn Sales, and Greenn Club. We also operate across additional strategic fronts. **Responsibilities:** * **Lead a CS and Customer Support team**, fostering a collaborative environment centered on empathy and emphasizing a culture of proactive problem resolution. * **Develop and implement retention and expansion strategies (Upsell/Cross\-sell)**, ensuring partners leverage the full Greenn ecosystem in the most effective way possible. * **Conduct consultative account management**, understanding the pain points of producers/co-producers and ensuring Greenn’s solutions deliver on their promised value. * **Manage proactive (Success) and reactive (Support/Customer Service) engagement**, ensuring swift issue resolution and proactive churn prevention. * **Monitor and analyze performance metrics (KPIs)**, such as NPS, Health Score, first response time, and retention rate. * **Conduct technical and behavioral trainings and refresher sessions**, ensuring the team masters all available tools. * **Maintain satisfaction and health reports for the customer base**, presenting results, customer behavior trends, and product feedback to senior leadership. **Requirements:** * **Proven experience leading Customer Success or Customer Support teams** (with emphasis on people and process management). * **Strong experience in consultative Customer Success**, focused on customer success metrics and platform adoption strategies. * **Experience in proactive customer service**, focused on anticipating crises, identifying cancellation risks, and reversing critical situations. * **Experience in Customer Service Operations**, managing ticket flows and ensuring quality written/verbal communication. * **Data analysis skills**, transforming support metrics into actionable plans to improve the ecosystem. * **Excellent communication, leadership, and conflict management skills.** * **Knowledge of Digital Marketing** (infoproducts, launches, and sales funnels). * **Energy, empathy, customer focus, leadership, and resilience.** **Preferred Qualifications:** * Prior experience in **SaaS, Payment Processing, or Infoproduct Platforms**. * Proficiency with CRM and Help Desk platforms (e.g., Zendesk, Intercom, Movidesk, Crisp, CustomerX, etc.).